System and method for improved directory assistance including re-dial feature

ABSTRACT

A directory assistance system includes a request handling module for receiving a plurality of incoming directory assistance requests from requesters and an agent platform for handling the directory assistance requests by providing at least one listing to the requester. A record database stores a record relating to the first request, and includes a first identifier, a time and a listing entry. An incoming request tracking module tracks second incoming directory assistance requests, by reviewing a second identifier associated with the directory assistance request, comparing the second identifier against the first identifiers in the records, and if a record has a matching first identifier to second identifier from request, then, prior to the second request being sent to the agent platform, offering to automatically provide the stored listing entry from the record to the requester.

RELATED APPLICATION

This application claims the benefit of priority from U.S. ProvisionalPatent Application No. 61/065,298, filed on Feb. 8, 2008, the entiretyof which is incorporated by reference.

BACKGROUND

1. Field of the Invention

This application relates to directory assistance. More particularly, theapplication relates to call handling features for directory assistance.

2. Discussion of Prior Art

In directory assistance, such as telephonic directory assistance, acaller or requester contacts the system seeking contact information fora desired listing. The desired listing may be a particular listing or ageneric request for any listing from a particular category (ie. hardwarestore, Chinese restaurant, etc . . . )

During typical directory assistance call flows the user must beconnected to an agent (live or automated) and go through a requestprocess. The time used to handle the request is a significant factor indetermining the overall call flow speed for a call center. Additionally,this time is usually considered by the caller/requester to be a nuisancefor the longer the process, the lower the customer satisfaction.

SUMMARY

The present invention looks to overcome the drawbacks associated withthe prior art, and to provide a system and method for improvingdirectory assistance request handling speed for at least a portion ofrequests received by the system.

In one arrangement, the directory assistance system records a requestand associated listing(s) provided in a request record which isassociated with a particular requester. This record is stored for apredetermined time period. Thereafter, when the same requester contactsthe directory assistance system within the given time frame, and theyare identified by an identifier, their last directory request isimmediately recalled and an automated response is provided to therequester inviting them to by-pass a normal directory query and proceeddirectly to re-connection with the prior listing.

BRIEF DESCRIPTION OF THE DRAWINGS

The present invention can be best understood through the followingdescription and accompanying drawings, wherein:

FIG. 1 shows a directory assistance system in accordance with oneembodiment;

FIG. 2 is an illustration of a request record, in accordance with oneembodiment; and

FIG. 3 is a flow diagram of a request, in accordance with oneembodiment.

DETAILED DESCRIPTION

In one embodiment, as shown in FIG. 1, a directory assistance system 2is shown. FIG. 1 shows an exemplary directory assistance handling centerof the system 2. However, it is understood that many similar callcenters may be geographically remote, but connected to one anotherforming system 2. For the purposes of illustration, all requesthandlings are shown with respect to one handling center of system 2, butit is understood that any action described herein may be made at anyrequest handling center within system 2.

System 2, has a request handling module 10 configured to receiveincoming requests to directory assistance system 2. In one typicalarrangement, request handling module 10 is configured to be a typicaltelephone call handling equipment for handling incoming requests fromrequesters 4 initiated by telephone. Additionally, it is contemplatedthat request handling module 10 may be configured to handle any form ofincoming communication including, but not limited to HTML, SMS, chat(IM) format, WAP, VOIP communications, etc . . .

As shown in FIG. 1, system 2 includes an agent platform 12 which iseither one of a live agent arrangement, an automated platform or acombination of the two. Agent platform 12 is configured to receiveincoming requests, generated by requesters 4, from request handlingmodule 10. A typical directory assistance request may be for a specificcontact information such as the telephone number for XYZ restaurant, orit may be for a category type search, such as for “a hardware store.”

Agent platform 12 reviews the request and attempts to serve the requestby searching in listing database 14. As shown, listing database 14 isshown as a single database within system 2. However, it is understoodthat database 14 may be a combination of connected databases, being bothproprietary or third party supported, which may be located within system2 itself or remotely. Listing database 14 is configured to containsufficient contact information allowing requester 4 to connect to thedesired listing, including, but not limited to, telephone numbers,addresses, e-mail information, web addresses, etc . . . After agentapplication reviews the request, one or more contact information(s) areprovided to requester 4 in response as discussed in more detail below.

In one arrangement, as shown in FIG. 1, agent platform 12 is coupled toa second record database 16 which is used to track the history ofrequester 4 requests and the associated contact information provided.

For example, FIG. 2 shows an exemplary request record 30 associated witha particular requester 4. It is contemplated that when requester 4contacts system 2 via request handling module 10, an requesteridentifier 32 is associated with the request. Identifier 32 is typicallyassociated with a device of the requester such as the ANI (AutomaticNumber Identification), MIN (Mobile Identification Number), DID (DirectInward Dialing), IP (Internet Protocol) address, etc . . .

Record 30, stored in record database 16 also includes a time entry 34associated with the time the request was handled (either start orcompletion time or both), as well as a listing provided entry 36.Listing provided entry 36 relates to the listing information that wasprovided to requester 4 in response to their query. Typically, each ofthe listings in listing database 14, in addition to the contactinformation, have some basic database record identifier associatedtherewith. It is contemplated that listing provided entry 36 in record30 may store the contact information itself, the basic database recordfor that listing information or some combination of the two.

As shown in FIG. 1, system 2 further maintains incoming request trackingmodule 20 which is coupled to both request handling module 10 as well asto record database 16. Request tracking module is configured to reviewrequester identifiers 32 from new requests entering system 2 fromrequesters 4 and to check to see if there are corresponding records 30in record database 16 with the same request identifiers 32 from storedprior requests. If a record 30 is found with the same request identifier32 as a new incoming request, tracking module may pull the record andoffer reconnection to the listing in listing entry 36 of record 30 priorto the request being forwarded to agent platform 12 as described below.

Turning to the operational flow of system 2, FIG. 3, shows the requestflow for a typical request sent to system 2. At step 100, a requester 4generates a request and delivers it to request handling module 10 ofsystem 2. For the purposes of illustrating the salient features, thisrequest is described in the form of a telephone call. However, as notedabove, the request may be in one of many different. electronic formats.

At step 102, agent platform 12 receives the request and searches for adesired listing or listing(s) in listing database 14. Once a listing isretrieved it is delivered to requester back via request handling module10.

During and/or after this process, at step 104, agent platform 12generates record 30 of the request, as described above, and stores it inrecord database 16 for a predetermined amount of time.

Next, it is assumed that the same requester 4 is contacting system 2 tomake a subsequent request. At step 200, requester 4 contacts requesthandling module 10 of system 2. At step 202, prior to the request beingforwarded to agent platform 12, incoming request tracking module 20reviews the request, and particularly the identifier 32 associated withthe request and compares it against records 30 stored in record database16.

If there is no matching record, the request proceeds to agent platform12 and is handled as per steps 102 and 104 described above. However, ifa matching record is found, then at step 204, the requester 4 isimmediately offered in, an automated manner, the ability to re-connectto the stored listing in listing entry 36 of record 30. If the useraccepts then at step 206, request handling module 10 can either re-sendthe listing to requester 4 or re-connect them (call completion). It iscontemplated that the manner for call handling may be set by storedrequester preferences that are stored within system 2. If the user doesnot choose to re-connect to listing 36 in record 30, then again, therequest is handled as per steps 102 and 104 above.

It has been found that on many occasions, requesters 4 that re-contactsystem 2 within a short period of time typically request the samelisting as before. The above described arrangement, provides anautomated system to immediately handle such reconnections withoutrequester 4 even needing to indicate such a desire and likewise withoutin any way time burdening agent platform 12.

In one arrangement, records 30 in record database 16 are stored for 30minutes (based on time entry 34 in record 30). This amount of timecorrelates to a typical amount of time requesters 4, that re-connect tosystem 2, desire to re-connect to the same listing 36.

In another arrangement, records 30 may be stored for different periods.In one example, records 30 may be stored for lesser time (eg. 15minutes) or greater time (45 minutes) if it is found to produce moredesirable results in the form of time saving on the agent platform 12end versus the processing time for incoming request tracking module 20to sift through records 30 in record database 16.

In another arrangement, records 30 may be stored for differing amountsof time, on an identifier-by-identifier basis. For example, system 2 maystore records 30 for 45 minutes for requests that originated from mobiledevices (as determined by device identifier 32), whereas calls fromlandline devices (as determined by device identifier 32) are only storedfor 30 minutes. Also, if it is found that a particular requester 4 isrequesting the same listing on a subsequent call/request about 1 hourafter an initial request, records for that particular identifier 32(associated with the particular requester 4) may be stored in recorddatabase 16 for an hour or an hour and fifteen minutes.

In another arrangement, in the case where requests from requester 4 areelectronic, such as by SMS, and where system 2 switch time is less of afactor, it is possible that multiple records 30 within the predeterminedtime frame may be stored in record database 16. When SMS requester 4re-connects to request handling module 10, incoming request trackingmodule 20 may push an SMS to requester 4 with two recent listings fromrecord 30 prior to forwarding any requests onto agent platform 12.

Based on the above arrangement, directory assistance system 2 is able toreduce the number of incidences of requests being handled by the agentplatform 12. At the same time, this arrangement also benefits requester4 by pushing a listing to them immediately upon re-connection ininstances where it is likely that they are desiring the same listing asbefore, obviating the need to even begin making an actual query.

While only certain features of the invention have been illustrated anddescribed herein, many modifications, substitutions, changes orequivalents will now occur to those skilled in the art. It is therefore,to be understood that this application is intended to cover all suchmodifications and changes that fall within the true spirit of theinvention.

1. A directory assistance system comprising: a request handling module,for receiving a plurality of incoming directory assistance requests fromrequesters; an agent platform for handling said directory assistancerequests, where, in response to said directory assistance requests, atleast one listing is provided to said requester; a record database forstoring a record relating to a first directory assistance request, saidrecord including a first identifier, a time and a listing entry; and anincoming request tracking module configured to track second incomingdirectory assistance requests, wherein said incoming request trackingmodule reviews a second identifier associated with said directoryassistance request, compares said second identifier against said firstidentifiers in said records stored in said record database, and if arecord has a matching first identifier to said second identifier fromsaid second incoming directory assistance request, then prior to saidsecond directory assistance request being sent to said agent platform,offering to automatically provide said stored listing entry from saidrecord to said requester.
 2. The system as claimed in claim 1, whereinsaid request handling module is configured to handle telephonicrequests, and text based electronic requests.
 3. The system as claimedin claim 1, wherein said agent platform is one of a live agent platform,an automated directory assistance platform, or a combination of the two.4. The system as claimed in claim 1, wherein said first identifier isany one of a ANI, MIN, DID or IP ADDRESS.
 5. The system as claimed inclaim 1, wherein said record is stored in said record database for apredefined amount of time.
 6. The system as claimed in claim 5, whereinsaid record is stored in said record database for a predefined timebased on said first identifier.
 7. The system as claimed in claim 6,wherein said record is stored in said record database for a firstpredetermined amount of time for mobile devices as known from said firstidentifier, and said record is stored in said record database for asecond predetermined amount of time for fixed location devices as knownfrom said first identifier.
 8. The system as claimed in claim 1, whereinsaid an incoming request tracking module is configured to re-connectsaid requester to said stored listing from said record.
 9. A method forproviding directory assistance comprising the steps of: receiving aplurality of incoming directory assistance requests from requesters at arequest handling module; handling said directory assistance requests atan agent platform, wherein responses to said directory assistancerequests include at least one listing is provided to said requester;storing a record relating to a first directory assistance request in arecord database, said record including a first identifier, a time and alisting entry; and tracking second incoming directory assistancerequests at an incoming request tracking module, wherein said incomingrequest tracking module reviews a second identifier associated with saiddirectory assistance request, compares said second identifier againstsaid first identifiers in said records stored in said record database,and if a record has a matching first identifier to said secondidentifier from said second incoming directory assistance request, thenprior to said second directory assistance request being sent to saidagent platform, offering to automatically provide said stored listingentry from said record to said requester.
 10. The method as claimed inclaim 9, wherein said received request from said requesters are eithertelephone calls or text based electronic format.
 11. The method asclaimed in claim 9, where said directory assistance requests are handledby live agents, automated directory assistance or a combination of thetwo.
 12. The method as claimed in claim 9, wherein said first identifieris any one of a ANI, MIN, DID or IP ADDRESS.
 13. The method as claimedin claim 9, wherein said record is stored in said record database for apredefined amount of time.
 14. The method as claimed in claim 13,wherein said record is stored in said record database for a predefinedtime based on said first identifier.
 15. The method as claimed in claim14, wherein said record is stored in said record database for a firstpredetermined amount of time for mobile devices as known from said firstidentifier, and said record is stored in said record database for asecond predetermined amount of time for fixed location devices as knownfrom said first identifier.
 16. The method as claimed in claim 9,further comprising the step of re-connecting said requester to saidstored listing from said record.
 17. The method as claimed in claim 9,further comprising the step of sending two or more prior stored listingentries to said requester in text based electronic format.